intermediate

Customer Communication Scripts

Communication templates for customer notification during security incidents.

1-2 hours preparation4 steps9 checklist items

Summary

Ready-to-use templates for transparent customer communication during and after incidents.

Step-by-Step Procedure

Initial Notification

First communication to customers.

Actions

Acknowledge the incident

Describe what we know so far

Explain what we're doing

Provide guidance for customers

Set expectation for updates

Progress Updates

Ongoing updates during incident.

Actions

Summarize investigation progress

Update impact assessment

Describe additional actions taken

Revise customer guidance if needed

Set expectation for next update

Final Resolution

Closing communication.

Actions

Confirm incident resolved

Summarize what happened

Detail actions taken

Describe improvements made

Thank customers for patience

FAQ Development

Prepare for customer questions.

Actions

Anticipate common questions

Prepare clear answers

Develop guidance for support team

Create self-service resources

Completion Checklist

Initial notification drafted and reviewed

Legal has approved language

Distribution list verified

Support team briefed

FAQ prepared

Customer portal updated (if applicable)

Social media response prepared

Update schedule established

Resolution notice planned

Evidence to Collect

Notification drafts
Legal approval records
Distribution records
FAQ document
Customer feedback

Communication Templates

Initial notification template
Progress update template
Resolution notice template
FAQ document template

Join our community to discuss playbooks and share incident response experiences.